How to add a customer to a JSM incident ticket

[Reto Gantenbein]

Hello

I have quite often the case that a customer raises an incident ticket in Jira Service Management and, in the process of solving it, we would like to have another person from the same customer to view this ticket or add a comment to it.

I have tried forth and back with permissions but am unable to add this second person directly to the ticket (e.g. by including this person into a comment or by adding this person as a watcher of the ticket).

Does anyone have a pointer to me how I can solve this?

Thank you in advance

Reto

[Samuel Gatica _ServiceRocket_]

Hi @Reto Gantenbein 

In JSM, if you need to add someone to the ticket, you need to add a Participant.

What are request participants?

Request participants are people who agents or customers have shared a request with. They can view, comment on, and receive notifications about the request. By default, they receive the same notifications as the reporter of the request but can turn off these notifications at any time.

You may add request participants so they can provide more information about a request, or to notify them about a request’s progress.

You can add request participants either from the request in the portal, or in the work item.

Request participants follow work item level security schemes. For example, if an administrator customizes requests so that only reporters can view them, then request participants won't be able to view the request.

ref: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Participants are not the same as Watcher, please check doc Understanding watchers and request participants in JSM Cloud  to understand the difference.

Best regards

Sam

[Reto Gantenbein]

Thanks Sam

That helps.

Best regards

Reto